Contact Centre Team Leader

Location: Alton Towers Resort, Staffordshire, ST10 4DB

Contract Type: Seasonal, until November 2026

Hours: Full time, fully flexible any 5 days out of 7, shift times between 8am (earlies) and 10pm (lates) on a rotational basis, including weekends and bank holidays

We are recruiting for a motivated and people-focused Contact Centre Team Leader to join our team at Alton Towers Resort! This is a fantastic opportunity to lead from the front, develop a high-performing team, and deliver exceptional guest experiences in a fast-paced and dynamic environment.

As a Contact Centre Team Leader, you will be responsible for leading and supporting a team of Contact Centre Advisors, ensuring they consistently deliver excellent customer service while achieving performance and service targets. You will foster a positive and productive working environment, leading by example to motivate your team and addressing performance challenges in a constructive and supportive way.

You will play a key role in developing your team through on-the-job coaching, structured training, and regular feedback. By monitoring performance and conducting reviews, you will identify development needs and implement improvement plans to enhance both individual and team performance.

A key focus of the role will be maintaining high standards of quality across all customer interactions, including phone, email, live chat, and social channels. You will ensure adherence to communication standards and act as an escalation point for complex or unresolved customer queries, ensuring issues are resolved efficiently and professionally.

You will oversee the smooth running of daily Contact Centre operations, ensuring compliance with policies, procedures, and service level agreements. This includes delivering engaging team briefings, maintaining clear and consistent communication, and working collaboratively with stakeholders across the business. Using performance data and insight, you will analyse key metrics and trends to support decision-making and drive continuous improvement. You will implement initiatives to increase engagement, productivity, and overall team performance, while recognising and rewarding success.

You will also be responsible for maintaining strong product knowledge and ensuring your team is well equipped to provide accurate information and a seamless customer journey. In addition, you will promote a strong culture of compliance, health and safety, and professional standards across your team.

• Proven leadership skills with the ability to inspire and develop a team
• Strong verbal and written communication skills
• Experience in a contact centre or customer-facing environment
• Demonstrable track record of achieving performance targets
• Ability to analyse KPIs and use data to drive improvements
• Experience coaching, mentoring, and performance managing individuals
• Confident managing escalations and resolving complex customer issues
• Strong organisational and time management skills with the ability to adapt
• Proficiency in contact centre systems and Microsoft Office Suite
• Ability to work collaboratively and build positive relationships
• High attention to detail and commitment to service quality
• Minimum 1–2 years’ relevant experience in a similar role
• Due to the nature of this role, we will only be accepting applications from those candidates over the age of 18

• 40% discount off LEGO® sets and products on the online LEGO Store!

• Merlin Magic Pass: 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world!
• 25% discount in Merlin retail shops and restaurants (a brilliant extra treat when you’re using your Magic Pass to visit!)
• Staff discount codes for Merlin Annual Passes to gift to loved ones!

• Private pension scheme
• Life assurance scheme
• Employee assistance programme
• Access to Perks at Work which 30,000+ national & local employee discounts
• Ongoing training & development

About Merlin

A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.

If you have any questions or if you require any reasonable adjustments, because of a disability or medical condition, please contact us by email at recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.